SupportLogic

SupportLogic is a support experience management platform that uses predictive and generative AI to help companies improve their customer support operations and maximize revenue retention.

Currently, at GitLab we use SupportLogic for:

• Ticket notifications and alerts.
• Sentiment analysis.
• Identifying tickets that are likely to escalate.

We are still exploring and identifying other use cases for SupportLogic.

Getting started

Training to get started will be made available soon.

Use cases

Ticket notifications and alerts

My Alerts (GitLab SupportLogic) can be configured to send notifications and alerts based on conditions you define. Some example use cases are:

• Notification when a new ticket is submitted by specific customers.
• Alerts when a customer uses profanity in a ticket assigned to one of your direct reports.

SupportLogic KB: https://support.supportlogic.com/support/solutions/articles/73000566779-my-alerts

Ticket sentiment analysis and management

The Console (GitLab SupportLogic) provides an overview of tickets highlighted by SupportLogic through sentiment analysis.

The Backlog (GitLab SupportLogic) page helps with ticket management by showing a list of tickets based on the filters you set.

Tracking ticket escalations

SupportLogic offers an Escalations Board (GitLab SupportLogic) that tracks tickets which have been marked as:

• Likely to Escalate: Predicted by sentiment analysis as likely to lead to a customer escalation.
• Escalation Request: Customer has used language requesting for some form of escalation.
• Active Escalation: Tickets which have been STARred.